SUPPORT SKILLS - 2 Days - Cost : £750
WHO WILL BENEFIT
Systems Administrators and Supervisors, Help
Desk and PC Support staff, Customer Service and
Customer Account Support staff.
Upon successful completion of this course delegates
are able to:
o Practice the telephone techniques required to acquire information
o Identify and classify user problems and queries
o Assess problem importance and urgency
o Deal with complaints
o Deal with difficult callers
o Keep their users satisfied
o Contribute to Help Team success
Who are our Customers?
o What do they expect from us and why?
o What is our role?
o How can we help?
TELEPHONE TECHNIQUES - CREATING A POSITIVE IMPRESSION
o Considerations for the telephone
o Lack of body language
o Call preparation
o Opening words
o The importance of tone and attitude
o Desire to help
o When and how to use: Open, Closed, Reflective and Probing questions
o Separating facts from opinions
o Identifying the issues
o Distinguishing between causes and symptoms
LISTENING SKILLS AND PROBLEM CONFIRMATION
Fundamental listening skills
o When to pause and wait
o When and How to interrupt
o Maintaining concentration
o Avoiding criticisms
o Allowing for the callers expertise
o Making notes
o When to summarise and confirm understanding
HANDLING COMPLAINTS AND DIFFICULT CALLERS
Identifying reasons for complaint
o Seeing the users point of view
o Understanding the angry caller
o Relieving tension and stress
o Helping the user
o How to deal with crises
o Dealing with difficult customers
o How to build confidence
o Verifying queries
o Agreeing resolution
PROBLEM PRIORITISATION - MANAGING USER EXPECTATIONS
Defining problem importance
o Impact upon the caller and other users
o Impact upon the business
o Defining urgency
o Assessing difficulty of problem solution
o Ensuring all queries are resolved
o Keeping users informed and satisfied
SELF DEVELOPMENT AND WORKING AS A TEAM
o Sharing information
o Sharing workload and responsibility
o Sharing problems and solutions
o Learning to stay calm
o Being flexible
o Sharing success
Highly interactive this course has been created for the quality conscious organisation.
It is geared to
give results. Stimulating practical exercises complement the topics covered.
* Assessing the boundaries of responsibilities
according to a given scenario.
* Listening to pre-recorded telephone calls identifying factual information
root causes of problems and satisfaction of caller's requirements.
* Various role playing exercises in which incoming calls are handled. Delegates
assess their performances
identifying strengths and weaknesses and what they
might have handled differently.
They return to their place or work able to make
an immediate impact on the Customer Support function.
| Public schedule
|| Sep 18
|| Oct 18
|| Nov 18
|| Dec 18
|| Jan 19
|| Feb 19
|| Mar 19
|| Apr 19
|| May 19
|| Jun 19
|| Jul 19
|| Aug 19
We can run this course just for you - at our locations, a local hotel, or on your site. Please ask for details.